FlukyOne Casino - La cuenta del jugador ha sido reabierta tras su autoexclusión.

Hello.

On April 17th, I requested exclusion due to gambling addiction. The account was closed and I was reimbursed for the funds in it.

Days later they reactivated my account and I have continued depositing a total of 1095 euros.

thank you

Hola.

El pasado 17 de abril, solicité la exclusión por adicción al juego. La cuenta se cerró y me pagaron los fondos que había en ella.

Días después reactivaron mi cuenta y he seguido depositando un total se 1095 euros.

gracias

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with FlukyOne Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm when did you regain access to your account?
• Are you currently still able to access your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello.

• The account was closed on April 17th and on the 18th I requested its reopening and they opened it without asking any questions.

(I want to change the amount in dispute, it's 321😎)

• I can no longer access it; I don't know if they will reopen it if I request it to be reopened.

Hola.

• la cuenta se cerró el 17 de abril y el 18 solicité la reapertura y la abrieron sin hacer ninguna pregunta.

(quiero cambiar la cantidad en disputa, son 321😎

• ya no puedo acceder, desconozco si solicito la reapertura, si me la abrirán

Sorry, I wrote it wrong, the amount in dispute is 3218 (I sent you a screenshot with the transactions from the 18th).

Thank you

Perdón, lo escribí mal, la cantidad en disputa son 3218 ( te envié una captura de pantalla con las transacciones desde el día 18. )

Gracias

Thank you for your response. I can confirm that I have received your email from April 22. In order for us to properly assess this issue, could you please forward your previous conversation with the casino as well?

Thank you in advance for your patience and cooperation.

Hello Attila.

I don't have that initial conversation because the communication was via chat. The proof that what I'm saying is true is in the email I sent on April 22nd, where I reiterate my gambling addiction.

Since then, the account has been closed and reopened numerous times; moreover, I am sure that if I request it, they will reactivate my account again.

Hola Attila.

No tengo esa conversación inicial porque la cominicación fue a través del chat. La prueba de que lo que digo es cierto, está en el correo enviado el 22 de abril donde vuelvo a comunicar mi adicción al juego.

desde entonces, la cuenta de ha cerrado y reabierto en numerosas ocasiones, es más, estoy seguro de que si lo solicito, reactivarán mi cuenta de nuevo.

Dear tirion365,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello tirion365, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of FlukyOne Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear tirion365,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej